Scientific Support Associate

Role Summary

The responsibilities of this position, Scientific Support Associate (SSA), are to respond to incoming technical inquiries from the Bio-Techne commercial team and Bio-Techne's North American customers, providing first-tier technical and sales assistance for R&D Systems, Tocris, and Novus products. Completes all customer requests including e-mail responses and simple quotes. Maintains technical resources. Backs up Customer Service and Sales departments as necessary. Continues training to stay up to date on technical information for old and new products. Performs additional duties as assigned.

Responsibilities

• Answers and documents incoming customer inquiries by phone, email, and chat on product techniques, procedures, and performs simple troubleshooting in SalesForce [CRM (Customer Relationship Management) database]. Communicates to obtain all pertinent information relating to inquiry. Provides adequate information to the Scientific Support Associate and Scientific Support Specialist teams to troubleshoot or to assist with resolution of issue.
• Completes all additional customer requests and tracking of customer communication into Salesforce/CRM database. Communicates with Technical Service, Customer Care, and Sales teams on these customer needs.
• Manages and supports customer requirements to understand, anticipate, and meet their needs. Supports the Marketing and Sales Departments with Voice of Customer requests, cross-selling, product ordering, technical inquiries, and developing retail/consultation sales quotations in cooperation with both North American and International Customer Service teams.
• Initiates complaints via Salesforce/CRM database. Works with Technical Service, Customer Service, and Sales teams, and others as necessary, to resolve. Processes replacement orders if required by complaint. Keeps track of Field Notifications and required actions per notification.
• Efficiently profiles new and existing customers based on information collected while resolving the customer inquiry or problem.
• Assists Technical Service in department functions/projects including maintenance of technical resources including FAQs and product citation reviews. Writes and distributes Discontinuation Notifications.
• Documents information and recurring technical issues to support product quality programs and product development.
• Keeps up to date with training and reading Standard Operating Procedures (SOPs).
• Follows company policies and practices as outlined in Handbook and follows guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene, and Exposure Control manuals in accordance with the job.
• Performs additional duties as assigned.

Qualifications

• Required: Bachelor's degree in Biological Sciences, Biochemistry, or equivalent with 0–2 years of directly related or laboratory experience.
• Preferred: Customer service or sales experience.
• Required: Working knowledge of Microsoft Word, Excel, and Outlook; computer entry and efficient typing skills.
• Required: Type at least 40 words per minute; >60 wpm preferred.
• Required: Ability to work in a fast-paced environment, multi-task, and have good communication skills, both verbally and in writing.
• Location: Minneapolis, MN (on-site with a hybrid work-from-home schedule).

Skills

• Knowledge of the systems, processes, products, applications in which these products may be used, and the services of the company.
• Ability to work with a variety of computer applications and quickly apply these tools to fulfill the duties of the job with respect to communications, documentation, data analysis, and customer support.
• Interpersonal relationship skills; ability to solicit key ideas and information.
• Problem solving and critical thinking; ability to identify and evaluate alternative courses of action.
• Verbal and written communication including technical writing.
• Decision-making and action planning considering relevant variables; negotiation and diplomacy.
• Discretion and confidentiality when handling sensitive information.
• Ability to complete new assignments with limited direction and to work independently on routine assignments or projects.
• Planning, organization, time management, and multi-tasking to complete assignments efficiently.
• Attention to detail and high level of accuracy.
• Ability to work independently and with a team; knowledge of safety and company rules and policies.
• Adherence to a daily login schedule to ensure sufficient coverage of all channels.
• Ability to work hours that conform to standard business operations (7:00 A.M. to 6:00 P.M.).

Education

• Bachelor's degree in Biological Sciences, Biochemistry or equivalent (as specified in Qualifications).